Receptionist/Administrator

• Welcoming and assisting patients in person, by telephone and through online services.
• Managing appointments, queries and general patient enquiries.
• Registering new patients and maintaining accurate patient information.
• Processing and monitoring referrals, ensuring relevant information is recorded and followed up appropriately.
• Maintaining, updating and managing electronic and paper medical records.
• Scanning, coding and processing incoming clinical correspondence and documents.
• Carrying out patient recalls and supporting the practice with routine health checks, reviews and other recall programmes.
• Liaising with patients, GPs, nurses, hospitals and other healthcare professionals when required.
• Handling confidential and sensitive information in accordance with practice policies and data protection requirements.
• Supporting the clinical and administrative teams with the smooth day-to-day running of the surgery.
• Providing a high standard of patient service while maintaining professionalism, confidentiality and accuracy at all times.

• Answer telephone calls promptly and deal with patient enquiries appropriately and sensitively.
• Book, cancel and rearrange appointments in accordance with practice procedures.
• Register new patients and ensure registration information is accurate and up to date.
• Process and manage referrals, including checking information and following up where appropriate.
• Maintain accurate electronic and paper medical records.
• Scan, read, code and process incoming clinical correspondence and documentation.
• Carry out patient recalls and support the practice with routine reviews, health checks and other recall programmes.
• Deal with requests for prescriptions, test results and other routine patient enquiries in line with practice procedures.
• Liaise with GPs, nurses, hospitals, pharmacies and other healthcare professionals when required.
• Direct patients to the appropriate healthcare professional or service while maintaining confidentiality.
• Process incoming and outgoing correspondence and administrative documentation.
• Maintain a high level of confidentiality and comply with GDPR, practice policies and information governance requirements.
• Ensure patient information is handled accurately and securely at all times.
• Support the wider administrative and clinical team with the day-to-day running of the practice.
• Assist with opening and closing procedures and maintain a clean, organised and welcoming reception area.
• Deal calmly and professionally with challenging situations, escalating concerns where necessary.
• Participate in practice meetings, training and relevant development activities.
• Work flexibly as part of the reception and administrative team and undertake other reasonable duties appropriate to the role.

• Excellent communication and interpersonal skills.
• Friendly, approachable and patient-focused manner.
• Good organisational skills and attention to detail.
• Ability to work calmly and effectively in a busy environment.
• Ability to maintain strict confidentiality.
• Good IT and administrative skills.
• Ability to work independently and as part of a team.
• Reliable, flexible and professional approach.

• Previous experience working in a GP surgery, NHS or healthcare environment.
• Knowledge of GP practice systems and NHS primary care processes.
• Experience of patient registration, referrals, medical records and recall systems.

Essential

• Previous experience in a reception, administration or customer-facing role.
• Excellent verbal and written communication skills.
• Good standard of written and spoken English.
• Good IT skills and confidence using computer systems.
• Strong organisational skills with excellent attention to detail.
• Ability to work accurately and efficiently in a busy environment.
• Ability to deal with patients and colleagues in a friendly, professional and respectful manner.
• Ability to handle confidential and sensitive information appropriately.
• Understanding of the importance of confidentiality and data protection.
• Ability to work effectively both independently and as part of a team.
• Reliable, punctual and flexible approach to work.
• Ability to remain calm and professional when dealing with challenging or difficult situations.
• Willingness to learn practice procedures, NHS processes and clinical administration systems.
• Commitment to providing a high standard of patient care and customer service.